About Arco
Arco is the UK’s leading supplier of safety equipment, protective clothing, and workplace safety services. With a large SAP estate and a strong focus on customer excellence, Arco needed to modernise its customer service and sales operations to improve efficiency, reduce costs, and deliver a single, integrated view of every customer.
The Goal
Arco set out to transition from its on-premise CRM solution to the cloud, selecting SAP Hybris Cloud for Service as the preferred platform. A key requirement was to achieve a single customer view, fully integrated with SAP ECC, while ensuring existing integrations with Hybris Cloud for Sales and Hybris Commerce remained intact.
The Challenge
Arco’s customer service and sales operations faced several issues:
- Fragmented systems and bespoke solutions led to delays and inefficiencies in handling customer queries.
- Limited visibility into historical interactions made it difficult to meet SLA response times.
- Service teams were segregated by region, complicating resource allocation and SLA management.
- Sales and service teams, working on different platforms, lacked collaboration and communication.
- High service costs and limited financial reporting created challenges in decision-making.
The Solution
Following a rigorous partner evaluation, Arco selected Gauri based on our proven expertise in SAP CRM transformations and strong customer references. Key contributions included:
- Implementing SAP C/4HANA Service Cloud for omnichannel ticket management, enabling streamlined workflows across the organisation.
- Delivering full visibility of customer interaction history, improving SLA management and customer satisfaction.
- Designing dashboards, KPIs, and reporting portfolios that provide real-time, role-based insights for service and sales teams.
- Building an integrated platform that united sales and service on a single dataset, supporting effective account ownership and revenue allocation.
Industry Impact
In the safety equipment sector, customer trust and operational efficiency are paramount. With Gauri’s solution, Arco achieved:
- A single platform and single dataset across sales and service.
- Improved SLA compliance through automation and prioritisation of service tickets.
- Enhanced collaboration between service and sales teams.
- Reduced service costs and improved financial reporting.
The Outcome
Arco now operates with a modern, integrated CRM platform that reduces complexity, improves customer response times, and enables better decision-making through real-time dashboards. The company has strengthened customer satisfaction while building a scalable foundation for future growth.
Big enough to scale, small enough to care.